Help Center
NuovaBot Support
Find answers to common questions below, or reach us directly — we typically respond within one business day.
Still need help?
Email us and we'll get back to you as soon as possible.
Frequently asked questions
How do I add the chat widget to my store?+
After installing the app, go to the Dashboard tab and click Open Theme Editor. In the theme editor, open App embeds (the puzzle-piece icon in the left sidebar), toggle on Nuovabot Chat Widget, and click Save. The chat bubble will appear on your storefront immediately.
The widget isn't showing on my storefront. What should I check?+
Make sure you enabled the widget in your Theme Editor under App embeds and clicked Save. Some themes cache aggressively — try a hard refresh (Ctrl+Shift+R) on your storefront. If it still doesn't appear, try disabling and re-enabling the app embed, then save again.
How do I customise the chatbot's name, color, and language?+
Open the NuovaBot app in your Shopify Admin, go to the Dashboard tab, and scroll to Customize chatbot. You can change the name, persona, welcome message, brand color, font, corner style, and response language. Click Save changes when you're done.
What happens when I reach my monthly reply limit?+
The widget will show a friendly message letting visitors know the AI is temporarily unavailable, with a retry button. Your Shopify store and all other functionality remain unaffected. Upgrading your plan immediately restores the full reply quota.
How do I upgrade or change my plan?+
In the Dashboard tab, scroll to the Plans section and click Start trial (or Subscribe) on the plan you want. You'll be redirected to Shopify's secure billing page to approve the charge. The upgrade takes effect immediately after approval.
How do I enable support ticket creation?+
In the Dashboard tab, scroll to Customize chatbot → Support tickets. Toggle on Enable support ticket creation. When enabled, the AI assistant will offer to create a ticket when it can't resolve a customer's issue. Tickets appear in the Tickets tab.
How do I reply to a customer ticket?+
Go to the Tickets tab in the NuovaBot admin panel. Click on a ticket to open it, type your reply in the Reply to customer field, and click Send reply. The customer will receive your reply by email automatically.
Where can I see all chat conversations?+
Click the Chats tab in the NuovaBot admin panel. Each row shows a preview of the conversation, message count, and timestamp. Click any row to read the full transcript.
Does the chatbot learn from my store automatically?+
Yes. When you install the app, NuovaBot automatically syncs your products, pages, and blog posts. The chatbot uses this content to answer customer questions. Product and content updates are synced in real time via Shopify webhooks.
Is customer data shared with third parties?+
No. Conversation data is stored securely in our database and is never sold or shared with third parties. We use Anthropic's Claude API to generate responses — only the message content is sent, never personal customer details. See our Privacy Policy for full details.